Senior Assistant I, Service Planning

Responsibilities


* Manage and process customer service requests, purchase orders, work orders, service contracts, and related documentation.


* Create, maintain, and update service orders, contracts, billing plans, and customer records within ERP and service management systems.


* Schedule and dispatch field service engineers based on skills, availability, location, priority, and customer requirements.


* Coordinate preventive maintenance, corrective maintenance, emergency service activities, and project-related service work.


* Monitor resource utilization and workloads, proactively adjusting schedules to meet customer commitments and service level agreements (SLAs).


* Collaborate with Sales, Service Operations, Project Managers, Finance, Logistics, and customers to resolve order, billing, scheduling, and service-related issues.


* Track service progress, ensure timely work order completion, and maintain accurate system status updates.


* Coordinate logistics requirements, including spare parts, tools, permits, and site access to support successful service execution.


* Support operational reporting through the maintenance of planning, scheduling, utilization, backlog, and SLA performance metrics.


* Ensure compliance with established processes, governance standards, audit requirements, and documentation practices.

Qualifications


* Bachelor's degree in Business Administration, Operations Management, Engineering, Supply Chain, or a related field; equivalent relevant experience may be considered.


* Minimum 3-5 years of experience in service planning, scheduling, dispatching, service coordination, service operations, or order management.


* Experience working with ERP systems (e.g., SAP, Oracle), CRM platforms (e.g., Salesforce), and service management or scheduling tools is preferred.


* Advanced proficiency in Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, formulas, data validation, and reporting.


* Strong understanding of workforce planning, resource scheduling, field service operations, and SLA management.


* Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.


* Strong analytical, problem-solving, and decision-making skills.


* Effective verbal and written communication skills with the ability to collaborate across cross-functional teams and customer-facing stakeholders.


* Detail-oriented, customer-focused, and adaptable to changing business needs and operational priorities.


* Preferred certifications include Lean Six Sigma Yellow Belt, ITIL Foundation, APICS CPIM, CAPM, Microsoft Excel Expert, Power BI Data Analyst, or Certified Field Service Professional

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